Job Title: Support Executive — Orders & Customer Care
Role Summary
We’re seeking a customer-focused Support Executive to handle inbound/outbound customer calls, confirm and process orders, resolve order-related issues, and respond to all order queries for both our brands. The ideal candidate ensures high satisfaction, accurate order data, and timely resolution.
Key Responsibilities
- Handle inbound and make outbound customer calls professionally and courteously.
- Confirm orders (phone, web, marketplace) and validate payment/shipping details.
- Process and update orders in the order-management/ERP system.
- Track shipments, liaise with logistics/fulfillment teams, and update customers on delivery status.
- Diagnose and resolve order-related issues: cancellations, returns, refunds, replacements, payment disputes, and order modifications.
- Escalate complex cases to relevant teams (logistics, billing, product) and follow up to resolution.
- Maintain accurate records of customer interactions and order notes in CRM.
- Meet SLA targets for response time, resolution time, and quality metrics.
- Provide product and policy information for both brands; cross-sell or upsell when appropriate (optional).
- Contribute feedback to improve order processes and customer communication.
Qualifications
- 1–3 years customer support / order processing experience (e-commerce, retail, or contact center preferred).
- High school diploma required; college degree preferred.
- Comfortable working with order-management systems, CRM tools, and basic MS Office.
- Clear spoken English; additional local language(s) a plus.
Skills & Competencies
- Strong verbal and written communication.
- Customer-first attitude with empathy and patience.
- Attention to detail and accuracy in data entry.
- Problem-solving and decision-making under pressure.
- Ability to multitask and prioritize in a fast-paced environment.
- Team player with reliable attendance and punctuality.
KPIs & Targets (examples)
- Average handle time, first-call resolution rate, customer satisfaction (CSAT), order accuracy, SLA compliance.
What We Offer
- Competitive salary and benefits (specify).
- Training on brand products, systems, and policies.
- Opportunity to work across two growing brands and grow within the Customer Experience team.
Pay: ₹10,000.00 - ₹14,000.00 per month
Work Location: In person
